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Lost/stolen phone

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Steps to follow if your device or SIM is lost or stolen

  • Call 135 to suspend your cellphone Ask our customer service agent for the ITC number while you're on the line
  • Ask our customer service agent for the ITC number while you're on the line
  • Provide your device's serial/IMEI number to have it blacklisted (most devices' IMEI numbers can be checked by dialling *#06#)
  • Report the loss or theft to the South African Police Service (SAPS) with your ITC number
  • If you're covered by MTN Insurance, call 083 123 6084 to lodge a claim with your SAPS case number
  • Submit a completed online insurance claim form
  • Can I trace a lost/stolen device?

    MTN doesn't trace stolen devices. If a violent crime has happened or a person is missing, approach the SAPS for help immediately. The police can obtain information on an urgent basis through a Section 205 subpoena. MTN has staff on standby 24/7 to process such requests and help the police.

  • Can I unlock my device if I recover it?

  • Can I upgrade my phone if my device is stolen?

  • How do I apply for MTN Insurance on my cellphone?